Customer Success Manager

3 days ago

Chatswood, Australia NCR Full time

About NCR

NCR Corporation (NYSE: NCR) is a leading software
- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Position Summary

Our Customer Success Manager will be accountable to manage and support our Key Hospitality accounts in Australia and New Zealand. You will own and develop a customer centric approach to ensuring customer satisfaction at all times while working with internal and external service providers.

This position will be based in Sydney and reports to the Manager of Customer Success for APAC.

Key Responsibilities
- Responsible for the overall quality of service and performance of NCR’s Services Offering (including Support, Field Services, Parts and Logistics Services)
- Ensuring the relevant systems, methodologies and procedures are in place to achieve NCR’s contractual agreements
- Owner of the Incident, Request, Change and Escalation and Continuous Improvement processes
- Assist with support of issues regarding service delivery such as missed SLAs, recurring hardware problems or excessive downtime, parts-related service issues, service entitlements, access to MyNCR, assist with invoicing and out-of-scope T&M billing
- Tracking of all service performance metrics
- Analyse and report on key Support metrics based on agreed SLA’s
- Provision of accurate and timely reports and information as per agreed cadence
- Developing a strong understanding of customer changes that may impact on NCR’s Service performance
- Driving internal and customer meeting governances
- Be the primary first point-of-contact for the customer relating to service delivery matters
- Be an ambassador for NCR, working closely with the customer to provide effective communication on service delivery matters and building relationships to ensure effective dialogue between teams

Basic Qualifications:

- Bachelor’s degree or relevant industry experience highly regarded
- 5+ years of related experience essential
- Extensive Service Delivery experience essential
- Managed Services experience highly desirable
- Demonstrated proficiencies in the Microsoft Office Suite

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

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